Denver 311 launched on July 7, 2006, and was the 26th 311 contact center to be established in the United States and Canada. The contact center opened with six customer service agents and four support staff charged with providing assistance for questions pertaining to Denver Animal Control, Solid Waste Management, Street Maintenance, The Assessor’s Office and the Mayor’s Office while managing the city’s operator function.
Fast forward to 2016 where Denver 311 now provides support for every city agency with the help of 29 full-time and on-call customer service agents and 10 support staff, who each receive more than 200 hours of training in order to provide Denver residents with exceptional service.
Denver 311 has responded to more than 4.5 million inquiries since its launch. In its first year of operation, the department received 280,000 calls and in 2015, that number came in at 507,000, an 81% increase in volume. The contact center is expected to see 560,000 calls in 2016.
With the creation of pocketgov.com in 2015, the city’s mobile friendly online service center responded to 37,441 online inquiries; in 2016 it expects to receive more than 50,000 online inquiries.
With the recent implementation of Salesforce, Denver’s CRM, Denver 311 is able to more efficiently manage cases, collaborate with other city agencies, and plan for future functionality such as social media and text message-driven cases, as well as online customer chat features.
In addition to a recent physical move to the Denver Post Building allowing for future expansion, Denver 311 has been busy piloting a CTI interface with InGenius, exploring “Cloud Dingo” a de-duplication tool within Salesforce, beginning a work from home pilot, revamping their QA process and rolling out extension mobility to allow increased workspace flexibility within their center.
Lastly, Denver 311 has been an important partner, working with the Mayor to help realize a citywide customer service initiative and creating a valuable customer feedback survey utilizing Salesforce.
Denver 311 is proud to host the 18th annual AGCCP Conference in the spring of 2018.